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Hi guys! trying to create an automation when a message in slack is added as comment to Zendesk ticket. Keep getting the error: The app returned "closed prevents ticket update. I’ve investigated and it looks like I cannot update the ticket because the ticket status is closed (zendesk rules). However, the actual ticket status is Open so it should work. Anyone has experience?

Hi ​@Natasha_S 

For us to have more info, post these screenshots:

  • how your Zap steps are outlined and configured in EDIT mode with the field mappings visible
  • the encountered error in the Zap step
  • a real example from Zendesk that shows the Ticket ID and Status = Open that corresponds to the Zap Run data

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